Acquiror AI Service Level Agreement (SLA)
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Version 1.2. Effective date: October 20, 2026. Prepared with AI assistance and not reviewed by a licensed lawyer. Not legal advice.
The Service provides informational Output only; no investment, legal, tax, accounting, lending, or valuation advice. All Output must be verified by a qualified person before reliance. See the Terms of Service, Sections 5, 12, and 14. Capitalized terms not defined in this SLA have the meanings given in the Terms of Service.
In short: we commit to 99.5% monthly uptime for paid subscriptions; if we miss it, you can claim a service credit; credits are your only remedy for downtime, except that after a very bad month or three bad months in a row you can leave with a pro-rata refund; the Terms' liability limits apply to everything else; and trials, free use, and beta features are not covered.
This Service Level Agreement (the "SLA") is part of the Agreement between Umplify Technologies Inc. ("Umplify") and Customer for the Acquiror AI service (the "Service"). Capitalized terms not defined here have the meanings in the Acquiror AI Terms of Service. If this SLA conflicts with the Terms, the order of precedence in the Terms applies.
1. Definitions
- "Monthly Uptime Percentage" means, for a calendar month: 100% minus the percentage of minutes in that month during which the Service was Unavailable, excluding Excluded Downtime.
- "Unavailable" means that, for the affected Customer's Authorized Users, the Service's web application (and, on plans that include it, the MCP server) is not responding to valid requests, or a material function of the Service is unusable. Unavailability is determined from Umplify's application and infrastructure logs and alerts (Umplify does not currently operate a separate external uptime probe or a public status page) together with any evidence submitted under Section 5.
- "Excluded Downtime" means unavailability described in Section 3.
- "Service Credit" means a credit against future fees, calculated under Section 4.
- "Monthly Fee" means the fee paid or payable by Customer for the affected calendar month for the affected subscription (for annual-commitment plans billed monthly, the monthly installment).
2. Uptime Commitment
Umplify will make the Service available with a Monthly Uptime Percentage of at least 99.5% in each calendar month, for paid subscriptions.
3. Exclusions
The following do not count as Unavailable time and are excluded from the Monthly Uptime Percentage calculation:
- (a) Maintenance windows: planned maintenance announced by email to Customer's account administrators at least 48 hours in advance, not exceeding 8 hours in any calendar month;
- (b) Force majeure: events described in the force majeure section of the Terms;
- (c) Customer-caused issues: unavailability caused by Customer's or its Authorized Users' acts, omissions, equipment, software, network, or misuse of the Service, including exceeding plan limits or AUP violations;
- (d) Internet and customer-side failures: failures of the public internet, of Customer's connectivity, DNS, devices, or software, or of third-party services that Customer uses to reach or integrate with the Service (failures of Umplify's own Subprocessors are not excluded by this paragraph);
- (e) Beta and preview features: unavailability of any Beta Feature;
- (f) Tenant AI Providers and connected clients: outages, degradation, throttling, quota exhaustion, or other failures of any Tenant AI Provider (bring-your-own-key configuration), including any Service feature to the extent it depends on that provider, and any failure of an external AI client that Customer connects through the MCP server;
- (g) Platform AI provider limits: degradation or refusal of an AI feature caused by the platform AI provider's own capacity, content filtering, or rate limits, or by Customer reaching a plan limit or AI usage cap, where the rest of the Service remains available.
Trial, free, and beta usage is not covered by this SLA at all (Section 6).
4. Service Credits
If the Monthly Uptime Percentage for a calendar month falls below 99.5%, Customer is eligible for a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% to below 99.5% | 5% |
| 98.0% to below 99.0% | 10% |
| Below 98.0% | 25% |
Service Credits: (a) are applied against future invoices for the same subscription; (b) are not redeemable for cash or refunds; (c) do not carry over past termination of the Agreement; and (d) in any calendar month cannot exceed 25% of the Monthly Fee.
Chronic failure. If the Monthly Uptime Percentage is below 95% in any calendar month, or below 99.5% in three consecutive calendar months, Customer may terminate the affected subscription on written notice given within 30 days after the end of the last such month and will receive a pro-rata refund of prepaid, unused fees for the period after termination, in addition to any Service Credit already earned. This is the only exception to the sole-remedy rule in Section 5.
5. Claims
To receive a Service Credit, Customer must submit a claim by email to support@acquiror.ai within 30 days of the end of the month in which the unavailability occurred. The claim must include the dates and times of each incident and the affected Authorized Users or workspaces, and may include any logs, screenshots, or error messages Customer has. Umplify will evaluate claims in good faith against its own log and alert data together with the evidence Customer submits, and will apply any credit to a subsequent invoice. Umplify's log data is retained for 30 days; where log data for part of a claimed period is no longer available when the claim is evaluated, Umplify will evaluate that part in good faith on the evidence Customer submits. Customers are encouraged to submit claims promptly after an incident.
SOLE REMEDY. Service Credits, and the chronic-failure termination right in Section 4, are Customer's sole and exclusive remedies for any failure of the Service to meet the uptime commitment in this SLA, and for any unavailability, downtime, or degradation of the Service. The disclaimers, exclusions, caps, time limit for claims, and release in Sections 12 and 14 of the Terms of Service apply to this SLA; nothing in this SLA creates liability for AI Output or other Output, and nothing in this SLA makes Umplify liable for any deal, financing, or other commercial outcome affected by unavailability.
6. Coverage
This SLA applies only to paid subscriptions in good standing. No Service Credits are available for free trials, free plans or free usage of any kind, or Beta Features. This SLA does not apply during any period in which the Service is suspended under the Terms (for example, for non-payment or an AUP violation).
7. Support
In short: email support during Eastern Time business hours, with response-time targets by severity.
7.1 Channel and hours. Umplify provides support by email at support@acquiror.ai and through the in-product feedback form (which is delivered to the same mailbox), during business hours, Monday to Friday, 9:00 to 17:00 Eastern Time, excluding Ontario statutory holidays. Umplify does not operate a public status page; incident updates are sent by email to affected Customers' account administrators.
7.2 Severity levels and response targets.
| Severity | Definition | First-response target |
|---|---|---|
| Severity 1 | Service down or unusable for all of Customer's Authorized Users; no workaround | 4 business hours |
| Severity 2 | Major feature broken or materially degraded; workaround may exist | 1 business day |
| Severity 3 | Minor issue, cosmetic defect, or how-to question | 2 business days |
7.3 Targets, not guarantees. Response targets are first-response objectives, not resolution commitments. Missing a support target does not generate Service Credits.
8. Changes
This SLA may be modified in the same manner, and with the same notice, exit, and archiving rights, as the Terms (see the "Modification" section of the Terms).